Job details
Salary range: $192,000—$240,000 USD
Community Engagement Manager - Job Summary
Lead and manage Airbnb's guest community programs and engagement efforts, including strategy development, execution of the Guest Advisory Board, and collaboration with cross-functional teams to enhance guest experiences.
Key Responsibilities
- Lead and operate guest-facing Community Voice programs from strategy to execution, including the Guest Advisory Board.
- Grow and engage the guest community through global workshops, insight sessions, and pilots.
- Own end-to-end program delivery including member selection, onboarding, engagement, and recognition.
- Manage legal operations such as NDAs and participation agreements.
- Build and maintain strong relationships with Board members and monitor engagement.
- Synthesize Board feedback for senior stakeholders and represent the Board internally.
- Develop and evolve program playbooks.
- Manage feedback session pipelines in partnership with company teams.
- Handle community escalations from start to resolution.
- Direct daily coordination and support for the Voice operations team.
- Plan and execute global and local guest workshops with regional teams.
- Support pilots testing new guest community approaches.
- Triage inbound guest-community requests from internal organizations.
- Collaborate with Research and Marketing to align insights for internal initiatives.
- Serve as point person for guest-facing engagements like company launches and roundtables.
Requirements
- Over 10 years of experience in community engagement, program management, or research.
- Proven track record of building programs from scratch including strategy design and stakeholder buy-in.
- Ability to influence and collaborate cross-functionally with Product, Design, Policy, Research, and Marketing teams.
- Skilled at translating complex qualitative feedback into clear insights and executive reports.
- Self-starter comfortable with ambiguity and independent work.
- Excellent verbal and written communication skills.
- Passion for Airbnb’s guest and travel community and connecting guest feedback to decision-making.
Additional information about the company collected by GoodWord
About Airbnb
siteAirbnb was founded in 2007 and has grown to over 5 million hosts globally, offering unique stays and experiences that connect guests with communities authentically.
What Our Employees Say
- Strong commitment to diversity, equity, and inclusion with employee resource groups and programs. (careers.airbnb.com)
- Unique travel and experience benefits, including travel coupons and the ability to work from anywhere. (careers.airbnb.com)
- Collaborative and innovative work culture with opportunities for personal and professional growth. (www.comparably.com)
Challenges You Might Face
- Rapidly changing priorities can lead to high pressure and uncertainty for employees. (www.glassdoor.com)
- Recent workforce reductions and restructuring have caused concerns about job security. (www.businessinsider.com)
- Some reviews mention long working hours and difficulty maintaining work-life balance. (www.glassdoor.com)